Impressions Matter in Customer Service: Customer Service Training 101
https://www.createspace.com/4448439 You’ve probably heard the old saying, “You only get one chance to make a good first impression.” There are many variations on it, but the idea is sound. People form lasting impressions of others based on their very first impression.
That’s why you should review every possible point of contact with a customer, both on a personal and company level. Any point of contact is potentially a first point of contact. Consider how you answer the phone, how quickly you respond to email or service tickets, how your personal appearance and the way you carry yourself might affect first impressions, think about your work area if it’s possible that customers might visit in person.